Night Porter

Craven Cottage CC; Hazyview; On-site; ZAR 89,000 - 134,000; Full time

Job summary

Craven Cottage CC in Mpumalanga seeks a Night Porter to ensure smooth overnight operations at the lodge. You will greet late arrivals, handle luggage, monitor security, and respond to guest requests with professionalism.

This role requires staying alert through the night, coordinating with security and maintenance, and updating guest profiles and handovers for a seamless morning service.

Qualifications

• Previous porter, night-shift or guest-service experience within a lodge or hotel.
• Excellent communication and interpersonal skills.
• Friendly, professional and guest-focused demeanor.
• Reliable, punctual with strong attention to detail.
• Able to work independently and stay alert overnight.
• Able to handle luggage and perform physical duties.

Responsibilities

• Assist with late guest arrivals, early departures and luggage handling.
• Respond promptly to overnight guest requests.
• Assist with guest escorts around the lodge following safety procedures.
• Maintain cleanliness and presentation of reception, public areas and service spaces.
• Report maintenance concerns and safety hazards.
• Communicate with security and the manager on duty when needed.
• Set up designated areas for early morning service.
• Maintain handover notes and inform incoming team of outstanding matters.
• Manage live digital channels and guest care communications.
• Monitor mobile app messages and late-night guest requests.
• Answer incoming guest chats and keep tickets updated.
• Ensure front desk has final word in mobile conversations to avoid open tickets.
• Log overnight guest complaints, requests or faults.
• Dispatch requests to overnight departments and follow up for closure.
• Monitor central email inbox for late arrivals, transport requests, or invoicing queries.
• Review pre-arrival guest profiles for preferences and VIP perks.
• Log guest preferences into permanent profile and PMS for future stays.
• Escort late-night arrivals, manage luggage room, patrol corridors and area clearing.
• Radio / Mobile Porter Alerts

Skills

Communication

Interpersonal skills

Reliability

Punctuality

Attention to detail

Independence

Calm under pressure

Tools

PMS

Job description

Duties:

• Assist with late guest arrivals, early departures and luggage handling.
• Respond promptly and professionally to overnight guest requests.
• Assist with guest escorts around the lodge according to safety procedures.
• Maintain the cleanliness and presentation of reception, public areas and designated service spaces.
• Conduct routine checks and report maintenance concerns, unusual activity or safety hazards.
• Communicate with security and the manager on duty when assistance is required.
• Assist with setting up designated areas for early morning service.
• Maintain accurate handover notes and communicate outstanding matters to the incoming team.
• Manage proprietary digital platform: managing live digital channels, Mobile Chats, incoming Guest Care Cases, and pre-arrival email communications.
• Monitor the active system for incoming mobile app messages, room service inquiries, and late-night guest requests.
• Adhere to service standard metrics: Answer incoming guest chats.
• Ensure the front desk has the "final word" in mobile conversations to avoid keeping the ticket open, preventing the property from being penalized on timing metrics.
• Open, track, and log all overnight guest complaints, requests, or maintenance faults
• Dispatch requests recorded overnight departments (e.g., Security, Engineering, or Night Housekeeping) and follow up to ensure closure.
• Monitor the property’s central email inbox for late arrivals, transport requests, digital check-in updates, or invoicing queries.
• Review and manage pre-arrival guest profile emails to flag preferences, special events, or elite member VIP perks for the upcoming morning arrivals.
• Log specific guest preferences discovered during nighttime chat interactions directly onto the guest’s permanent profile and PMS (Property Management System) for future stays.
• Escort late-night arrivals, manage the luggage room, patrol corridors, and complete area clearing.
• Radio / Mobile Porter Alerts

Requirements:

• Previous porter, night-shift or guest-service experience within a lodge or hotel
• Good communication and interpersonal skills.
• A friendly, professional and guest-focused approach.
• Reliability, punctuality and strong attention to detail.
• Ability to work independently and remain alert throughout the night.
• Ability to handle luggage and perform the physical duties of the role.
• A calm approach to guest concerns and unexpected situations.
• Willingness to work night shifts, weekends and public holidays.